BASS Services

Dear *** [redacted] ,We regret to hear your frustration and dissatisfaction with CHWPlease be advised that your policy has been cancelled as of 9/3/and your full refund in the amount of $has credited back on to your credit cardRegards,CHW

Dear [redacted] Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php Upon review of your policy, I do see that your policy began on 6/11/and days later you placed a claim for your AC unit We did dispatch a technician to your home who stated that he added Freon to your unit, he did return and we do have it documented that the service call fee was waived and you did not pay that extra fee If you did pay them the extra $45, please contact them to have a refund of this amount as it goes to them and not CHW.Upon entering the claim, you had stated that the last time the unit had worked was prior to the start date of the policy Unfortunately, we do not cover any unit that comes into our policy in non-working condition You are supposed to have all the units in your home maintained prior to the contract date startsPlease see Section ACoverage # Are in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or componentsThis contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,square feet, unless an alternative dwelling type (i.eabove 5,square feet or multi-unit home) is applied, and appropriate fee is paidCoverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homesThis contract describes the basic coverage and options availableCoverage is subject to limitations and conditions specified in this contractPlease read your contract carefullyNOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Also please note Section FLIMITATIONS OF LIABILITYThe following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.Due to the fact that you have already canceled your policy with CHW, we are unable to offer you any amount of refund, again you would have to speak with the technician that came to your home for the funds back that you had paid.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us We do appreciate your feedback as this does help us with our customer service and service providers.Best regards, CHW

CHW doesn’t require inspections be completed on any items covered under the policyYour claim has been reviewed and it wasn’t covered due to lack of routine maintenanceThe maintenance that is being referred to is in section Letter F, Number We are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor example, you are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacementThis is different from an inspectionAlso, CHW doesn’t require that maintenance records are sent in for our records but invite you to send them in to be reviewed in an attempt to obtain a more favorable outcome of your claimIf you would like to do this, you can do so by sending them to [redacted] Regards, CHW

[redacted] As we explained to you when you provided the invoice [redacted] is not for the unit that was under question The determination on the claim would continue to be a lack of proper routine maintenance.Please feel free to contact us at ###-###-#### and we will explain what proper routine maintenance is.Thank you,,CHW

Complaint: [redacted] I am rejecting this response because: My washer was working fine until days before I reported the claim I did not state at any time my washer last worked on 01/01/16, that is a statementSecondly if my dryer was working in the time frame my coverage was active it should be covered Every component on all types of machines are in the process of failing at some point If the business is not going to inspect the appliances before issuing the coverage or present in my home to witness when it fails, using the existing condition could be used as they see fit not reality of the problem The pump in the washer had a sock stuck in it and that is what caused the problem per the technician they sent out Regards, [redacted]

[redacted] After speaking with the technician that was at your home, he stated there are two different systems, one is a cleaning pop up pump and other one for the water This one that is not working is for the cleaning and per our policy we do not cover maintenance which is what this is for.We do regret your frustration however CHW is in compliance with the terms and conditions of our policy.As a good faith offer, we are willing to provide you with a onetime free service call fee.If you would like to accept, kindly contact us at ###-###-####.Thank you,CHW

Dear [redacted] Thank you for your feedback, we have reported this issue to our IT department We ask that you allow us a week to ensure that the email is removed If for any reason you continue to receive the emails, please forward them to [redacted] If they do not stop, they might be coming from a different party and we will investigate.Thank you,CHW

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is NOT satisfactory to meI am not looking for a monetary band aidI once again request that you honor your own statements from the information you have provided Regards, [redacted] **

As per the policy Section F19, CHW is not responsible for the negligence of the technicians If you feel as though the technician did something to your home and broke something, you would be responsible to contact that technician and have him go to repair that issue They are licensed and insured so they will be able to assist If you would need their name and number again, we have provided it to you below: [redacted] ###-###-####Respectfully,CHW

Dear [redacted] ***,Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on www.choicehomewarranty.com/useragreementUpon review of your claim, we do see that this was not a covered claim due to a lack of proper routine maintenanceWe did explain to you that the previous repairs that you had with our company were not considered to me preventive maintenance and we do see that as a goodwill gesture we have offered you a refund of your policy minus clams paid, to provide you with a total of $ Your policy had been cancelled and you already received $and we are willing to provide you with the remainder of the funds without a pro-rated refund or administrative fee of $ We are still awaiting a response from you.Thank you, CHW

Dear [redacted] ,We do see that you have spoken with one of our managers who has been able to assist you with this claim We do see that CHW is providing you with a part and you are working with them to pay the other portion of the claimWe are happy to see that a mutual resolution has been met.We do regret any frustration and again are very happy to see that there is a resolution for your claimAll of our best,CHW

Dear [redacted] Our policy states in Section ACoverage #all units must enter the policy in proper working order It also goes on to state that we do not cover any types of failures that are known or unknown pre-existing conditions which would be anything that cannot fail within the time frame that you had the policy open.CHW does provide days for you to review the terms and conditions, you purchased the policy on 5/23/and the policy did not start until 6/23/ This day grace period is provided to you to ensure that you full understand the terms of the policy and if you do not cancel within the grace period, it is understood that you agreePlease review our policy section below regarding Section L.This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by UsThis contract shall be non-cancelable by Us except for:Nonpayment of contract fees;Nonpayment of Service Fee, as stated in Section III;Fraud or misrepresentation of facts material by You to the issuance of this contract;Mutual agreement of Us and YouIf canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $administrative fee and any service costs incurred by Us All cancellation requests must be submitted in writing.Also Section BCoverage BCOVERAGE PERIOD“Coverage starts days after acceptance of application by Us and receipt of applicable contract fees and continues for days from that date ”Our policy states that we don’t cover maintenance as well, in section FLimitations of Liability #12“We are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor example, You are responsible for providing routine maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacementIn the event a claim is denied, and a customer seeks to have CHW review that denial, CHW has the right to request routine maintenance records in reviewing its decision.”The filter that you had was completely clogged and the evaporator was dirty which again shows that the unit lacked proper maintenance The technician explained in detail that the unit itself was in “poor” condition and he agreed that the unit was not maintained.Since you disagree with the outcome that we have, you are more than welcome to provide us with routine maintenance records to [email protected] or you can provide a second opinion and have your new technician contact us at ###-###-####.Thank you,CHW

Complaint: [redacted] I am rejecting this response because: The green substance on the fittings is not corrosion it's tarnish copper gets tarnish when exposed to water on the outside of the fitting it's just like silver gets tarnished Regards, [redacted]

Dear [redacted] , Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at [redacted] Upon review of your policy, it seems as though CHW has assisted you in over $worth of covered claims In regards to the plumbing claim, the failure is a non-covered issue per the policy, Section DCoverage # CHW does not cover cracks in porcelainCHW has to follow the terms and conditions of our policy and we do regret that this failure is not part of a covered item in the policy We have placed a onetime free service call fee onto your policy as a goodwill gestureWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policyRegards, [redacted] MCHW

I am rejecting Choice warranty for a very simple reasonThey did not honor the contract by refusing to pay for a new AC unitI have reviewed numerous complaints that were received by the Revdex.comThey use the same excuse for not honoring the warranty a preexisting condition and rustMy AC unit was working fine and died unexpectedlyHow is someone suppose to know when a appliance or system is going to failThe whole purpose of a warranty is to protect against unexpected breakdownsThis seems like a pattern of bad conduct on the part of Choice Warranty and I will not be treated like a fool

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Please send me an e-mail or something I can keep on hand that reflects the one time service call credit on my account Regards, [redacted]

CHW claiming that the tech who was assigned to fix the unit, stated that the fault was due to lack of maitenance and that's a statement (CHW) keep changing about who told them that!!I called that tech and he confirmed that he did not say that and what he told CHW that the unit failure was due to age! When I called (many times) CHW, I requested to put him on the line in way call to set the records, straight but they declined!!The leaking part is a coil and if you ask anyone in this industry (A/C) will tell you that NO maintenance method will prevent this leak from happening and I'm qualified and talking from experience because I have a Bachelor degree in mechanical engineering and I worked in many Air conditioning projects!The bottom line is that CHW is just pushing the point that I don't have a maintenance record just to escape their responsibility of fixing the unit and that's totally unacceptableThey should honor their end of the bargain as I do!

Complaint: [redacted] I am rejecting this response because: You have subcontracted the third party marketing companies that are distributing spam under spoofed email addressThey would not send me the advertisements branded with your company if they would not be compensated by you or your affiliates Please we ensure that these sub-contractors remove my name from their databases and stop spamming me Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: The assigned ID [redacted] , [redacted] *** I need to inform you that the complaint in regards to Choice Home Warranty has not been resolved Choice Home Warranty has not made any attempts to contact me I have tried many times to get in touch with them and they are not complyingI've called the Customer Solutions Department at ###-###-#### and I was on hold for over minutes I then decided to call their ###-###-#### After approxminutes holding I would get a customer service representative and I would ask to be transferred to the "customer Solutions Department and I would be placed on hold After being on hold for an additional minutes or more another customer service representative would ask me for my account number and it's all repetitious and was never transferred to the "Customer Solutions Department" Its all a game It's just wrong of them to take customers money and give "us" consumers the run around This is abusive and criminal Choice Home Warranty needs to be stopped and shut down once and for all This case has not been resolved Thank you for your time and hope to hear from you soon Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:I received an e-mail to call them and then a verbal"claim denied" BEFORE they had even received the photo's of my furnace! There is no way they could have denied my claim stating my furnace was neglected BEFORE they had seen pictures, but they did Their contractor who took and sent the photo's of the cracked heat exchanger said it was NOT neglected and they still rejected my claim As a result of their horrible customer service, this contractor told me he is withdrawing his association with CHW!!! I stand firm that they are a VERY dishonorable company and had no intention of ever paying for any of this claim Regards, [redacted] ***